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Wisconsin Diagnostic Laboratories · 2 months ago

LONG TERM CARE CLIENT SERVICES REP, WDL; FULL TIME - 1ST SHIFT

Milwaukee, WI

Full-time

Onsite

Entry Level

1+ years exp

Wisconsin Diagnostic Laboratories (WDL) is a subsidiary of The Froedtert & the Medical College of Wisconsin, focusing on patient care and innovative lab services. The Long Term Care Client Services Representative is responsible for managing incoming calls, addressing client concerns, and ensuring accurate order entry and quality assurance in laboratory services.

Health CareMedical

Responsibilities

Actively monitors the call queue, assisting with incoming calls outside of regular job assignment

Understands and effectively uses the L.A.S.T. (Listen, Apologize, Solve, Thank) method in problem solving customer concerns

Recognizes calls/situations that require escalation and independently offers to seek other sources within the lab that may be better suited in assisting the caller

Maintains acceptable Average Speed of answer (ASA), <20 seconds, abandoned rate <5.0%, and Ring on-no answer (RONA) <2.0%, and in service level > or = to 80%. Accurately utilizes applicable laboratory systems for order entry

Accurately verifies and corrects discrepancies between lab fax requisitions and the laboratory information systems for order entry changes and patient information updates based on daily departmental job duties

Contacts client if order discrepancies are discovered, such as ICD10 code, demographic, or order clarification. Enters and prioritizes orders entered into LIS

Effectively navigates printing and reprinting of order requisitions

Performs timely and accurate QA on other order entry staff

Indicate corrections by making copies of order and noting error that was found for QA’d staffs’ review

Releases orders through LIS under correct encounter. Maintains < or equal to 2% A errors, < or equal to 2.5% B errors, and < or equal to 5% C errors and maintains a monthly average of < or equal to 10% errors when performing QA

Sends add on requests to Client Services in a timely manner

Effectively and efficiently distributes and monitors workload for phlebotomists throughout the shift

Shift handoff including end of shift ops report and verbally communicates issues

Consistently and accurately documents time, location, amount of patients, stats, miles and pickups in the excel dispatch log

Documents and time stamps stats that are faxed over

Appropriately enters pick-ups into MedSpeed portal

Escalates discrepancies for verification and correction and other complex problems to leader Assist in eliminating unnecessary draws for patients and increase efficiency for Phlebotomy

Appropriately troubleshoots missed faxes through web based faxing system

Effectively trouble shoots and faxes client issues with report distribution

Follows up with IT department when necessary

Responsible for initiating and thoroughly investigate any missing specimens and timely completes the Missing Specimen form before submitting to department leadership

Participates in and successfully completes all competency assessments/challenges specific to this position

The specific department maintains records documenting and substantiating competency and/or improvement plans

Effectively monitors worklists and work queues through LIS. Monitors documentation in LIS and closes out applicable CRM’s

Monitors web based fax system and files appropriately

Calls home health patients day prior to scheduled draw

Effectively works through training checklist with new team member

Is a go to resource for trainee and new team members

Consistently communicates updates to supervisor or leader as it relates to training progress

Qualification

Laboratory Information SystemsCustomer Service SkillsQuality AssuranceHealth Care ExperienceCommunication SkillsProblem SolvingTeam Collaboration

Required

High school diploma or equivalent

Preferred

One year of work experience in a health care setting with basic understanding of laboratory tests, results, and terminology preferred

Benefits

Paid Time Off

Growth opportunity- Career Pathways & Career Tuition Assistance, CEU opportunities

Academic Partnership with the Medical College of Wisconsin

Referral bonuses

Retirement plan - 401K

Medical, Dental, Vision, Life Insurance, Short & Long Term Disability, Free Workplace Clinics

Employee Assistance Programs, Adoption Assistance, Healthy Contributions, Care@Work, Moving Assistance, Discounts on gym memberships, travel and other work life benefits available